房仲業內部服務品質對員工工作滿意度影響之研究－以台北市高專為例

A Study of the Effect of Internal Service Quality on Employees' Job Satisfaction: Using a Real Estate Broker Company in Taipei City as an Example

李鴻岳(Hong-Yue Lee)；潘浙楠(Jeh-Nan Pan)

房仲業 ； 不動產經紀人 ； 內部服務品質 ； 工作滿意 ； Housing agency industry ； Real estate broker ； Internal service quality ； Job satisfaction

物業管理學報

4卷1期（2013 / 03 / 01）

39 - 46

繁體中文

本研究以台北市房仲業高專經紀人為研究對象，進行工作滿意度分析，結論如下：依Pan and Kuo（2010）所提出的服務關鍵績效指標KPI，擷取影響內部服務品質關鍵因素並結合品質屬性評估圖之判讀與卡方檢定交叉分析，結果顯示：（1）強化奬勵措施（2）提升團隊合作（3）改善管理制度等三項為提升工作滿意度之關鍵指標。另針對『待改善』指標，建議如下：（1）服務項目流程標準化，並建立品質管制點。（2）建立團隊互信基礎及共存共榮的核心價值。（3）健全業務作業準則及店頭公約。

This research focuses on high-ranking specialists in the housing agency industry in Taipei as the research object, and aims to determine which key internal service quality factors affect brokers' degree of job satisfaction. It is expected that this research can serve as a reference for housing agencies to improve their internal service quality so that the degree of job satisfaction of their broker teams can be raised in order to reach the ultimate objective of stable operations and enterprise development. We find that the three key indicators and improvement methods that raise the degree of job satisfaction for housing agencies' high-ranking specialists are: 1. Enhance reward measures by standardizing the process of service items and setting service control points. 2. Enhance team work efforts by establishing mutual trust and core value of the housing agencies within real state company. 3. Improve management systems by perfecting the sales operation standards and team work counter conventions.

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